The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing. Or they think of venture funded startup firms working on hot new products, such as Grail, which seeks to develop blood tests for early detection of cancers. But rarely is innovation associated with improvements to the basic, everyday customer experience.
Innovation is generally thought of as having to do with product and technology development, not methods for improving services, processes, or programs that can enhance the customer experience at any given touch point with a company. However, the basic process for innovation is equally applicable for this task.
